WORK EXPERIENCECustomer Care Professional, Teleperformance USA (TPUSA) 02/2014-03/2014• Processed outsourcing calls for AT&T Mobility in the Billing and Payments Department. • Participated in a three-week training, which consisted of reviewing the policies and regulations of AT&T [via the use of MyCSP (Client Service Portal)] as well as learning how to use information systems, such as Clarify [Customer Service Management (CSM) System) and Telegence (CSM Billing System)].• Participated in client meetings, which updates, pertaining the CSM and billing systems as well as TPUSA and AT&T’s policies, procedures, and events were being provided by the supervisor.

Communication Assistant (CA), Hamilton Relay 08/2006-09/2013• Processed relay calls for deaf, hard of hearing, and difficulty speaking individuals. • Prepared troubleshooting reports for technical support via designated supervisor or lead CA.• Assisted in the quality assurance of CA trainees, such as aiding in the performance management role with training classes (i.e., test calls, typing tests, shadowing). o Assisted in the July 2010 and October 2011 training classes. • Assisted with suggestions pertaining to policy and procedures to help enhance the professional experience of the CAs as well as the service experience of the customers. • Adhered to strict confidentiality policies concerning customers’ information and call content. • Tested for CapTel placement during February-March 2013 and received a satisfactory score. • Participated in quarterly meetings, which often stressed job performance and deaf culture. • Completed monthly deaf-culture activities to better enhance the learning experience of the Deaf, hard of hearing, and difficulty speaking customers. o Consisted of ASL Gloss to English Translation handouts, videos, tests, and surveys. • Accomplishments: CA of the Month, Human Resource Award, Perfect Attendance Award